QUESTION: How do we find the office?
ANSWER: We have available directions and maps that you can print in preparation for your journey -
QUESTION: Suppose we don't have a hire-car, how do we get from the airport?
ANSWER: There are taxis, busses and we also provide the Airport VIP Service -
QUESTION: What should we bring on holiday
ANSWER: Apart from the obvious things, such as passport, driving licence, sun cream etc. we would say the most important items are the directions and map to our office and a mobile phone.
QUESTION: Can we bring our dog?
ANSWER: We are sorry but this is not
QUESTION: Suppose our flight is delayed?
ANSWER: We are normally open until
22:00. Your ETA should have been established i.e. if you are on one of
our flights or if you had advised us of your arrival details. We
calculate your ETA as 150 minutes after landing at Alicante airport and 180
minutes for Murcia or Valencia.
QUESTION: Will the supermarkets be open?
ANSWER: The main
supermarkets are open during the summer months until 20:00 but close earlier
during the winter.
QUESTION: Can we get an evening meal?
close around 22:00 normally and stay open an hour later in the Summer.
Speak to your Holiday Consultant or ask the receptionist when you arrive.
QUESTION: What will be in the villa?
ANSWER: We provide a
small "welcome" food pack containing coffee, milk, tea, sugar, orange juice,
drinking water, wine, crisps etc.
ANSWER: The following items are included -
ANSWER: Servicing will be provided for the number of people included in your rental contract or holiday quotation.
QUESTION: Suppose we need extra cots or beds?
ANSWER: These are normally included but please read below.
QUESTION: What happens if some extra persons join the party? Will there be an extra charge?
ANSWER: There will be no extra charges
up to the NORMAL capacity of the property. The exact numbers are
stated on the villa description.
QUESTION: How are "Normal" & "Extra" Capacity defined and what exactly do these phrases imply?
ANSWER: "Normal" Capacity refers to the
number of actual beds available.
QUESTION: Who is permitted to drive the hire-car?
ANSWER: Only the main driver (the person who contracted the car) and the second driver. In either case they must have valid driving licence (and carry it with them in the car) and have had at least two years driving experience.
QUESTION: What are the age restrictions?
ANSWER: All drivers must be over 21 years of age and have had two years driving experience.
QUESTION: What does the insurance cover?
ANSWER: Third party claims, damage
to the hired vehicle, passenger and driver injury and recovery costs.
QUESTION: What should we do in the case of an accident?
ANSWER: If anyone is injured or the
other driver does not stop then you MUST call the police. In any case
ALL drivers must fill in the "PARTE EUROPEO). This is a duplicated
form providing all the details. It matters not if it is the one from
your car or the other drivers, just as long as you have a copy.
QUESTION: How are the flights contracted?
ANSWER: We are agents for the ATOL
holder. That is to say that we book the flights on your behalf and
your contract is with the actual ATOL holder.
QUESTION: What protection do we have with the flight arrangements?
ANSWER: The ATOL bond provides a financial guarantee.
QUESTION: Who exactly is the ATOL holder?
ANSWER: Unless otherwise stated it is Airejet Travel Ltd - ATOL2222
QUESTION: Suppose we have to cancel?
ANSWER: The cancellation charges are a matter between the client and the ATOL-holder. However, the ATOL/ABTA current regulations will generally apply but you should take out travel insurance BEFORE booking any element of your holiday and ensure that cancellation charges are covered by the policy.
QUESTION: What are the payment arrangements?
The deposit of 20% of the total (rental, services, hire-car
and any extras) is payable on booking.
What about payment security?
Payments can be made by Credit Card, and this is recommended,
but this has to be a Euro transaction.
You may also pay to our London bankers in £sterling by
Electronic or giro transfer
What about exchange rate fluctuations?
you have booked in £sterling we apply the rate of exchange of the day for
Euros as shown on the Financial Times Website
What does the Inventory Deposit cover?
Due to the contract that we have with our villa owners and in
accordance with current Tourist Authority regulations a refundable deposit
of GBPounds 150'00 (or 240 Euros) will be charged to cover possible damages,
breakages and/or excessively dirty condition on departure.
ANSWER: Inventory Deposits must be paid with the balance payment and will be returned by post from Spain no later than 3 working days after your departure in the same currency as the initial payment (i.e. GBP or Euros)
Will I lose the money?
ANSWER: You should not lose the money if you have insurance and a valid reason to cancel.
ANSWER: Phone your holiday
consultant as quickly as possible and then confirm in writing.
How do I alter my holiday?
ANSWER: Phone your holiday consultant with the details.
What are the alteration charges?
ANSWER: There are no charges if you
are adding elements to your holiday (i.e. 1st or 2nd hire-car, flights,
Airport VIP Service) or simply adding extra items (TV, video, cot,
QUESTION: How do I notify breakdowns and/or shortages?
ANSWER: You should phone or call in at the office as soon as possible. Most of our cleaning staff speak only Spanish and may not understand but the solution here is to give them a note for us.
QUESTION: When do they get fixed?
ANSWER: A soon as is reasonably possible. Most problems are attended to on the same or the following day but we cannot promise to handle no-urgent matters on Saturdays (due to arrivals) Sundays or Fiesta Days.
QUESTION: Suppose we are generally dissatisfied?
ANSWER: We want you to
enjoy your holiday and book with us again. Consequently you holiday
convenience and satisfaction are placed on top of all other objectives.
QUESTION: Suppose we don't like the villa or it is unsuitable?
ANSWER: The villa
description forms part of the contract and it is your obligation to ensure
that the chosen property is suitable. Obviously, if there is a error
in the description then the fault is our and we must respond.
QUESTION: Do you have a complaints arbitration scheme?
We are a rental agency registered with the Tourist Authority
who ultimately have jurisdiction regarding complaints.
ANSWER: There is always a charge for the fuel (electricity, gas or fuel oil) where these facilities are available and some villas have meters. A deposit is payable on arrival, the difference is deducted from this deposit on departure and these transactions must always be in cash.
Generally "switch-on" arrangements before arrival are as follows -
a) Heating & Central Heating - Unless we are informed otherwise, between 1st October and 30th April the heating will be switched on beforehand and you would be expected to pay the deposit on arrival.
In the case of log-burning stoves 50 Kgs of fuel will be supplied and fully paid for on arrival. No rebate will be made for unused fuel and you have to provide 2 days notice if further supplies are required.
If the only heating is a portable gas heater then one bottle will be supplied, which also has to be paid for, and further supplies can be collected from our office.
b) Air Conditioning and Heated Pools - will not be pre switched-on unless requested in good time. Please note that we may not be able to arrange this at a moments notice.
QUESTION: Do all of the villas have mosquito nets?
ANSWER: Most properties do not
have mosquito nets and the reason is that they are not considered to be the
QUESTION: Suppose a member of our party is taken ill?
ANSWER: If the illness is of a minor
nature then, unlike in most other countries, a pharmacist is qualified to
QUESTION: What if the illness is serious or there has been an accident?
ANSWER: There are medical clinics in
every town, most open on a 24-hour basis, large hospitals in Benidorm, Denia
and Alicante and doctors available for house visits.
QUESTION: What if we are disturbed by noise?
should be understood that Spanish Coastal Resorts, like all other popular
holiday areas, can be quite noisy at times - especially during the busy
QUESTION: Suppose we are robbed?
ANSWER: If this happens in a public
place then report the incident to a municipal policeman or guardia civil.